Customer Success/Renewals

3DCS/R™

Customer Success/Renewals Program

Customer Success is a key driver of growth and value.

For a growing number of businesses, Customer Success is a key driver of growth and value. Each year, more and more companies recognize the importance of generating recurring revenue. Even for companies where Pay As You Go (PAYG) remains the main business model, contract renewal and expansion are key drivers of growth and enterprise value. 

Achieving this growth requires skilled management of onboarding, adoption, customer health, and the renewal process, which is why Customer Success has become such a critical business function in the last few years.  

The Customer Success team works closely with Sales, Account Management, and Customer Service, yet with very different skill requirements. It’s an area where training the right skills offers a particularly significant payoff, and Imparta’s program draws on the latest research to deliver outstanding results.

The CSR program

Designed for Customer Success professionals and their managers, this program is available as eLearning or as an experiential, instructor-led program that uses a customized role-play throughout, and covers 3 days, or 5 ½-day virtual modules, plus the tools and reinforcement to make the new skills stick.

Sample concepts

Impact

Improving Customer Success performance has been shown to reduce customer churn by as much as half, extend contractual periods, and as much as double cross-sell and up-sell. Secondary benefits include less time spent fire-fighting, increased customer advocacy, and a greater number of referrals.

Explore the modules

3DCS/R™

Securing
Renewal

Impact: Renewal Rate; Deal Size

Deliver insights into the impact of the initiative at the four levels of value, and how needs and potential solutions have changed. Influence stakeholder alignment and where necessary have difficult conversations around price and terms. Make the re-contracting process effortless.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Building
Advocacy

Impact: Leads; Renewal Rate

Proactively manage stakeholder relationships, and alignment. Communicate impact in the customer’s terms to build advocacy, and measure Net Promoter Score (NPS). Help individuals build reputation internally and externally.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Optimising
Value

Impact: Deal Size; Renewal Rate

Measure value and bring insights into recent trends, best practices, and results vs. other benchmarks. Track account health and identify opportunities to optimise performance. Help influence customer behaviour to optimise value – leverage trust to ‘speak truth to power’.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Driving
Adoption

Impact: Deal Size; Renewal Rate

Use root cause analysis and past experience to create insights into adoption barriers and strategies. Influence adoption through stakeholder and change management. Leverage business intimacy to adapt the customer success plan, and build trust through accountability, clarity and honesty.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Supporting
Implementation

Impact: Renewal Rate

Onboard new customers with insights into best practice. Define success metrics and ensure the plan is robust (including risk alleviation and escalation). Mobilise resources on behalf of – and influence alignment within – the customer. Build trust through presence, reliability and cultural matching.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Driving Adoption

Impact: Renewal Rate; Account Growth

Collect qualitative and quantitative insights into adoption progress and barriers. Understand the difference between issues of Skill, Will, and Way, and take appropriate actions (drawing on analysis, past experience, change management and customer insights) to remove any barriers and help the customer to achieve their adoption targets.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Being a
Trusted Partner

Impact: Renewal Rate; Account Growth

Build trust as a Customer Success professional by demonstrating credibility, being reliable, becoming intimate with your customer’s business and needs and caring about them as individuals, and reducing macro and micro self-orientation when engaging with the customer.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Implementation
& Launch

Impact: Time to Value; Renewal Rate

Support implementation in a way that minimises Time to First Value (TTFV). Work towards ‘wow’ moments, creating a best practice plan and a joint team culture. Alleviate risks, clarify roles & communication paths, and mobilise resources. Design launches that succeed by treating users as individual customers.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

Onboarding

Impact: Time to Value; Renewal Rate

Onboard yourself quickly when assigned to a new customer, including the three critical sets of information you need from a sales handover. Run effective customer onboarding sessions that deliver on the three dimensions of insight, influence and trust to define success metrics, establish a robust plan, and manage expectations.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS
3DCS/R™

The Customer Success
Imperative

Impact: Churn; Account Growth

Understand the critical importance of the Customer Success function in a recurring revenue business, and how it interacts with Customer Support, Sales and Account Management. Know the key Customer Success objectives at each stage of the Customer Buying Cycle.

CUSTOMER SUCCESS/RENEWALS
CUSTOMER SUCCESS/RENEWALS

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